FieldOne is a service management platform providing large and enterprise field service companies with tools to streamline their business processes - from real-time mobility across every major device, to automated routing and workflow automation. It's suitable for both commercial and residential service providers in many verticals.
FieldOne’s cloud-based solution is built on the Microsoft Dynamics Platform, so multi-language, multi-currency and time-zone support is available out of the box. Utilizing the Microsoft platform provides a wide range of third-party plug-and-play extensions, as well as scalability and integration points. FieldOne has an integrated automated routing engine, WEB portals, Integrated Voice Response (IVR) and a centralized mobility management platform.
Laurie from Kiely Pty Ltd
The general functionality of the software is very good, except you can't use some critical fields on your standard forms. This may be very detrimental.
The customer support is nothing short of disgusting. It is designed to rip you off whilst failing to deliver usable resolutions to your problems. The generic design flaws that should be just fixed with an apology are kept in place, I believe intentionally, to force you to pay the exorbitant costs resulting from extensive modifications at your request.
Research reviews. It is critical because, like FieldOne, they may seem great at the outset but once they have you money the support ceases and they concentrate only on how to get more money out of you.
Doug from Florida Lifts LLC
We have been using FieldOne Terra for over 3 years now, and without exception, this is the most robust software out there. It simply works well, and the reporting and sorting capabilities that export to Excel seamlessly are wonderful. The ability to interface with QuickBooks is fantastic, but the customers are updated only once, and any changes to their information (like contact info etc.) does not transfer back into QuickBooks. Also, invoice detail is not transferred to QB simply a description that tells you to see FieldOne for more information.
When we first started using the Terra product, we would get regular updates, but lately it has not been updated in over a year, and we are still required to pay annual fees. I think the company has shifted support for Terra to the larger cloud-based clients, and as a result, the product has not seen any improvements in quite some time.
The learning curve is steep but worth it. You may have to rethink how you do business to make this work for you but that is always a healthy exercise.
Pete from Pro Active Mechanical, Inc.
It makes it easy with keeping hours documented for payroll and also QuickBooks integration. We can tell truck stock inventory, shop stock, and accounts receivable.
We have become pretty used to this software and are not shy about showing it to other contractors and/or prospective customers. Sometimes, it seems virtual, as we never really get to meet the faces behind the voices. None of this is negative, as it is more of a preference to see the people you do business with.
The sooner you can begin using mobile software, the easier things become for all office team members.
Robert from Leete Generators
Specialty: Maintenance / Field Service
I like the shortcuts. I like the ease of manipulating the schedule slots. I like the real-time action on the scheduling board as well. The factory support is great. They might not have the answer I want all the time, but they are very intent on helping fix the problem. I liked the online training when we were in our first couple of weeks.
Some areas are hard to see from where you are at. You have to open up multiple screens to get to your final destination. You cannot see the pictures unless you are actually in the slot. You should be able to see/access them from the CRM.
Make sure you get all the people that are going to be using it together from the start. Brainstorm and make sure everyone has a voice. That way, you can fine-tune exactly what you want out of F1.
Joseph from Leete Generators
Specialty: Maintenance / Field Service
The Database Service handles multiple tasks, including estimates, billing, invoicing, scheduling, etc. Phone access and a good scheduling module. Also, I like the live nature of the service.
Limitations on Smart Phone application. Computer applications limited for tablet use. Font and text size cannot be altered. Tablets are not usable, as the text is too small; the new generation of field service will be using tablets. Smart phone application not sufficient. Dashboard limitations; customers must create own dashboard; FieldOne should have some standard templates created for companies to use or modify.
Put pressure on FieldOne Management to modify programs to provide greater flexibility. Larger text for tablets.
Gayle from Leete Generators
Specialty: Maintenance / Field Service
The ease of converting information to QuickBooks.
It's not easy to handle both sales and service together.
Go through training to be sure it is compatible with your needs.
Rebecca from Leete Generators
Specialty: Maintenance / Field Service
I like that so many things are customizable throughout the company and for the personal user. Each person can customize each page (customer, equipment, agreement, etc.) to see the information that is most pertinent to their job. I like that we can call FieldOne at any time with any question, and they either answer the phone immediately or call you back within a timely manner.
There are certain features that I wish it could do to make working within the system more simplified, mainly when it comes to the phone app. The mobile app doesn't have the ease of use that the computer one does. Also, the alert that someone else has edited information within the same area that you are trying to edit information comes after you try to save your changes, which means that you have to cancel your changes and do it all over again.
There is a lot of training to be done. We still are learning new things that FieldOne can do, and at least every week, I find out something that I hadn't thought about before. I highly recommend that you don't make an immediate change; give everyone in your company a chance to have training meetings and have it be a progression so that everyone can acclimate to the new system. FieldOne is very customizable for each company's specific needs. They are ready and willing to help their system fit within your needs as best as possible.
Liesl from Leete Generators
Great customer service. Ability to grow with customer needs. The last system we used was too limited, and we outgrew the system. FieldOne has made some custom reports and such for us that have been invaluable.
It's not an intuitive system; it has a learning curve, and customer support is required.
Make sure that whatever system you choose, it has the capability for growth. So many systems were stuck, and what you see is what you get and that doesn't fit every business capacity you may have.
Neal from DPM Care
Specialty: Other services
If it is a fit for your business model, the product is stable and works. It is obvious that FieldOne is moving away from the Terra platform to the Sky platform.
It is mostly the vendor. FieldOne mis-represented the product when selling it and then would not refund our money after we discovered it. We spent a year trying to make it work and finally gave up. FieldOne wouldn't even allow us to download an update so we could transfer the data to an on-premise server for archiving without paying for a new 1 year service agreement. This company is purely about their bottom line and does not the integrity that my company is looking for in a software vendor.
Look for a company that has a reputation for being honest and good after sales service. Since I have asked other software vendors if they felt their software was a good fit for my business. Some were very honest and even steered me to a companies that would be a good fit. I have recommended them to everyone who asks me for a software recommendations.
Amanda from UP
Specialty: Maintenance / Field Service
Schedule board is useful and how it works with the mobile app.
Support is not good. They don't always seem to know what they are doing. Support is very expensive. We were told the program would do many things that we wanted to hear, but in reality, we've found the program won't do these things. It would take less time to invoice by hand than by this program. Also, it takes 25 PowerPoint steps to create a credit in this program!
30 days is not enough to evaluate this program. Negotiate a longer trial period.
Susan from Hines Heating and Air
Specialty: Maintenance / Field Service
Product has potential in the hands of the right people.
The software was sold as totally customizable, but it's not. No training provided unless you complain or pay. Manuals are cryptic. Online videos are about lawn care, even though the software was created for HVAC services. It appears there are a total of two people available for one-on-one help (if you pay for it).
Reviews seem to be high or low, no in between. Seems odd to me. Maybe there is a niche market that finds the software easy to use. I recommend you get a demo, a promise of proper training in writing, and some kind of recourse if you are not happy.
William from Multimedia Medic
Date: October 2013
I purchased the FieldOne Terra software with remote capability in Sept. 2011. Before that I had been using manually billing and entries, which I am still having to use now. The system was never 100% utilized and the remote access has never worked. After one year, FieldOne said that support could not be continued unless we purchased a subscription. We did not find the software - or the technical support - to be satisfactory. The initial setup was so cumbersome and time-consuming that, looking back, I don't feel that we saved any time.
Recently I had to change the main computer, and I was unable to get technical support to assist in re-installing the software.
I felt the product had been totally misrepresented to me, and it was never explained to me that there would be a subscription due every year in addition to the large purchase price.
Tracey from CMC
Date: July 2013
This is an update to my original review in February of 2013. Although I stated previously that Field One software is a great product, I had issues with the lack of truly customizable reporting that I had been led to believe would be available when I signed on, as well as their customer service.
Recently, I spent some very productive time with Geoff, a Field One implementer/trainer, and now have a much greater understanding of the capabilities of Field One. I also realized that there is so much flexibility within the program to manage one’s business that it can be difficult to understand how to best set up the program for your specific business needs. I believe this is why Field One now requires mandatory upfront training, so this initial learning curve will be greatly reduced.
With Geoff’s help (who far exceeded my expectations), I was able to design a Key Performance Indicator report that will truly help manage the performance of my team and direct us to better understand areas of opportunities and strengths. This is not just financial reporting; that is the easy part. This report provides actual performance tracking and conversion rates, which is critical to the success of any business, regardless of the industry. This was a custom report, for which I paid a fee, but I have to say that the value of the report far exceeded the price. Field One was more than fair.
One of the reasons I had decided to change software companies in the first place was that I was not only limited to looking at reports that the software company created and deemed useful, but I was not able to input key data points that I found necessary to track. I wanted and needed the flexibility to analyze my data in many different ways so I could truly understand every detail of the business and key indicators. Field One by far provides this flexibility better than any other program I have researched. These reports (or really data views) are available for all facets of the business; A/R, P&L, Invoicing, Work Orders, etc. and do not require any customization by Field One programmers. My custom KPI report actually took pieces from many of the existing Field One data views to create a single all- encompassing report that gives me every Performance & P&L data point I need to manage my business – it is really quite something!
I am now comfortable recommending Field One software. I believe that the combination of my increased understanding of the program capabilities (which I am pretty sure F1 now covers in more detail in the initial training phase), as well as the increased attention by F1 to their customers’ needs, has improved my opinion of the company.
We are a small plumbing, heating & cooling company who began researching software options in October of 2011. Our catalyst for change was that our current software did not allow for the flexibility in pulling the existing data from our system to generate management reports. We came upon Field One and the greatest selling points to us was the ability to self generate any report we needed, as the data is in the system and available to us. This is not the case. The only reports in the system are the reports that Field One has decided are valuable for a business owner, but I am not sure any of them have owned a PHC company because many key business reports have to be programmed by Field One for a fee.
We also had a Go Live date that was agreed upon by Field One and my company, as they were transferring our data from our existing software. This Go Live date was delayed by three months by Field One, however, they would not prepare us for the delays. Instead, they would commit to a firm day and miss it without any notification to us. This cost us much money in staff time and inefficiencies for which we were not compensated.
I have low confidence in their technical support. I will talk to two different F1 tech support employees and receive two different answers. If the product is so specialized that it requires techs to be trained in different product functionality, then this is how F1 should structure itself. But to receive different answers to the exact same question, is not acceptable. There is also little follow up from technical support when they do not know the answer or commit to forwarding the issue along to another staff member. When I do call back, its as if this is the first they heard of the issue.
The QB interface is not what I had expected or was implied, however, I can live with that piece. It's the inability to self create reports to measure my company KPI's that is the problem. In my opinion, KPI's are the driver of any successful business. Financials will tell you if you hit or missed your financial goals, however, KPI's will pinpoint exactly where you need to focus your efforts. This was the whole point of my switch to Field One.
I do have to say that I think the software itself has huge potential. I have provided feedback on what business leaders find useful in managing their business but they seem to abide by their current business model. I know that being in the service business, I would not survive with that same business model.
Jordan from DPM Enterprises, Inc.
Date: June 2013
FieldOne has allowed our company to eliminate duplication, disorganization, and lost time. The ability to run lean is crucial in our business. With FieldOne we are able to condense our entire operation into one virtual platform. The visibility and tracking capabilities of the program alone bring light to areas of our operation in seconds that took hours, and sometimes days, in the past. The flexibility of the program has allowed us to build the program around our business instead of the other way around.
Liesl from Leete Generators
Date: May 2013
We are a family/woman owned business that services and repairs backup generators. We have been in business for over 100 years and with all that experience we have become power solution experts. We are proud to have continued to grow and are always on the look out for new tools to automate our administrative processes. We currently have 18 employees, 5 of which are generator technicians. We are located in beautiful Wine Country, California, 50 miles north of San Francisco.
We had been using a cloud scheduling system for three years that took us out of our folders and paper processes into an online scheduling system. What an improvement! But we soon found out that the system was full of limitations. It took us approximately 18 hours a month to open our service agreement work orders. We could make no reoccurring schedules. We also could never make the system connect to Quickbooks, so we had to "double" process all of our billings - in a nutshell, we needed a more efficient system because our profit was going out the door due to the redundant and downright ridiculous administrative processes. We hired an IT specialist to find us a new system and Fieldone was chosen.
We purchased Fieldone (Terra) approximately five months ago. We wanted to avoid doing manual entry so we uploaded approximately 2500 customers and agreements into Fieldone. We also wanted to import over 5000 parts. What seemed like an easy task was actually quite daunting. The old system would only export portions of reports, so in order to get complete reports we would have to merge information using excel - let's just say we became very good at excel! It was a very time consuming process that took so much time that we had to start all over again and re-upload everything because we had fallen behind on keeping information current. Because we had never been able to merge Quickbooks with our old system, we had to match every customer name exactly between FieldOne and Quickbooks. This task alone took approximately 24 hours to complete. It took us months to upload our information into FieldOne. Debbie Smith was our FieldOne representative and she was fantastic every step of the way - she is always sunny and helpful.
Because we do emergency support, for example a hospital can loose power and we need all data in an instant, we are still using our old system as well as FieldOne. The tutorials are very helpful and if you know Excel you will really enjoy FieldOne. However, my staff is having a hard time making the transition. Most of my employees have average computer skills and are of the Baby Boomer generation. My Gen X employees are doing better with the system and the Gen Y employees think it's pretty easy. Once you get familiar with FieldOne and get hands-on-learning under your belt, the system is not too difficult and is incredibly logical, but there is definitely a learning curve. Not for people who have limited computer skills. A lot of the processes are taxing at first but once you get the hang of it they become very easy.
I can't say enough good things about the support staff. Again, Debbie is fabulous! Michael is so patient and simply brilliant. Ian is always helpful and takes care of the mobile questions. They are polite, well-spoken, always available, and just plain nice! I get the feeling that Fieldone is always growing and improving which was absolutely not the case with our old system. The system is definitely well thought out with some big-time brain power behind it. You couldn't ask for better support.
It is unfortunate that I am writing this review before I have really reaped the benefits of FieldOne; we haven't started to use Fieldone yet in full force. Just today we completed an entire month of reoccurring agreements and will use the tools in FieldOne to schedule the entire month of June in one swoop. What a joy to know that we never have to enter the data again, it is set for ten years! We are "playing" with the mobile app. and we really like it so far; the graphics are great and it is designed well. Everyday it becomes easier to use and I find myself loving it more and more.
We hired an IT expert to find a solution to our current, limited cloud scheduling system and FieldOne looks like our answer for a logical system that will automate processes and eliminate redundant administrative tasks that waste time and money. The support team is fabulous and I look forward to updating my review in 6 weeks.
Justin from JM Electric Inc.
Date: May 2013
JM Electric Inc. is an electrical contractor that began in new construction (commercial only) back in 1994. We are very unique in that our pricing is done by each technician on site; which is guided by a price book, but they have the freedom to customize the price, or bid jobs by understanding our top and bottom line. This has been the hardest adjustment with using FieldOne. I can understand that the software is built to track everything from wages, inventory, marketing, of course A/R and more. The problem is that when you don't do all those parts, it is really hard to use the tutorials and knowledge center because the training is based on implementing all of those things.
We bought FieldOne back in mid December 2012. We were just able to launch it into opperation on April 1st. There are some things we have sacrificed that I would like to reincorporate as updates are made to FieldOne. Especially on the mobile side. I feel it is still fairly limited and we get several errors and snags that only one tech support member can help with (thanks Ian).
We are still implementing things, and tech support has been okay. Our implementation specialist has been very helpful and understanding of our needs, but when another person needs to get involved for a technical issue beyond our first contact, it has been a struggle occasionally.
To explain - there have been several small issues and each one of them may be a different individual's expertise. So, when the issue is presented, we receive somewhat of an attitude. I am not upset enough to name names, but it is very frustrating.
We have not seen a huge benefit yet. The process is active, but until we figure out the little things, it is still taking about the same amount, or slightly more time to process jobs. And a quick side note, I don't think you should have to refresh, reboot, restart and clear cache constantly during use. With that being said, I do see a huge time savings when running reports. Just learning that side of things, so looking to get some more support soon. Where my focus is right now is making the field technician and their customers experience smooth through the mobile device interaction. In this area, I really need some discussion with the right FieldOne representative to see if there are intensions to meet some of our requests, or if customizing is going to be available at that point of the mobile user experience.
Overall we are happy and look forward to utilizing it more as we learn more about the system. I will admit that we are not using FieldOne to it's full potential and this causes some of our process issues, but we were assured it would do what we requested it do in the sales demo.
Thank you for providing this opportunity. It would be appreciated if someone was in contact with me that could give me some of the answers that I am looking for.
Sydney from Civic Mechanical
Date: May 2013
Civic Mechanical is a growing plumbing company with service, residential and commerical departments. FieldOne gives us the opportunity to keep track of our work in each department in an organized matter. We mostly use it for inventory and service calls. 22.214.171.124 is the version we use in our office and we purchased it nearly 3 years ago. I found it was difficult to use, but with great customer support we found our way.
Cameron from The Wilkins Company
Date: January 2013
Our company is in the electronic security industry. As our business expanded we needed a centralized solution to keep our tech schedules, work orders, purchase orders, and invoicing organized and easily accessible. Before using FieldOne we were small enough to use a white board in the office, but as business picked up the time it took to keep the white board updated was wasteful. A primary goal was to have whatever software we invested in be compatible with Quickbooks which we had always used for finanicals, but had out grown the purchase order and CRM functions. We have happily been FieldOne customers since 2007. The customer support is amazing. Many times if a feature is not currently available they will add the requested feature in a future update. The software is easy to use. Although there is a bit of dataentry to do up front to software lives up to its name that you should only have to enter data "One" time.
Kat from M3 HVAC
Date: October 2012
We are an HVAC service and construction company. We have 10 techs in the field and wanted a system they could use as well. Implementation was very slow, as they do not offer a current manual, only tutorials which some found difficult to learn from. And it's time consuming. We have been using FieldOne for a year and a half and still do not have it set the way we want it. I would say, as a stand alone field service management software it is fine but nothing about the software syncs easily with QuickBooks.
Invoices do not sync with all the information. No Ship To or Service Location syncs, WO# does not sync. If you use Lump Sum contracts you will not be able to sync these to QB and forget sales tax tracking. It's a nightmare to track this. Although we have figured out some crazy work arounds. For all lump sum jobs we have to go into QB and adjust the invoice. There is no feature to sync vendor purchases to QB only vendor bills. All of our techs purchase materials with a credit card. This creates double entry, once into Field One and again into QuickBooks.
Job costing is no longer possible in QB, which would not be a problem if Field One's reports were more comprehensive and easy to use. Time sheets are always an issue. The system is good for job costs but does not create a federal or state compliant time sheet. There is no feature to add a lunch. The system forces you to set this time the same every day and if a job overlaps this period your job will be split into multiple jobs in QB. Over time is never calculated correctly and Field One does not even address double time.
Almost all of the features that sold us on FieldOne have not been available or have never worked. One feature was to have Job History available for our techs in the field. That has never been available. Also PO requisitions are not available in the field and our techs in the field are the only people that need this. We were also told that if there was anything we ever needed that their developers would create this for us but that has yet to happen.
The support is poor. They do not seem to know their system very well and have rarely answered my questions. Many times they have said they would have to research it and have never gotten back to me. Most of the time I have figured things out for myself. They have gotten better at responding to calls within a few hours though but not much help when you don't get an answer to your question.
For our field techs and dispatch, for the most part, we were able to streamline their processes but for our accounting department and payroll it has created double work and management cannot always get the information they need because of their clunky reporting. If you are used to Job Costing and Class tracking in QuickBooks be very careful in FieldOne and ensure everyone in the system follows the same procedures because it can really mess up your QuickBook file.
Andrew from PPI
Date: July 2012
PPI is an industrial machinery repair company; we need to track every repair by machine, customer, job site and time period. Our previous software did not track the jobs against a specific machine along with other deficiencies. Also, at the time, we already used QuickBooks so FieldOne worked directly with our existing accounting system. We purchased FieldOne two years ago and have kept our tech support paid up to continue to get the updates. The change occurred all at once and was time consuming for about the first 2 weeks. Then we began to settle down into the system, there was a lot of tech support calls in the beginning. Now, with two years of information in the computer, FieldOne saves us a lot of time by providing access to information we have already worked to record in the past. Time tracking and purchases recording directly to the job is one of the best features of the software.